Method and system for processing a call associated with a caller&#39;s account identity

ABSTRACT

In a telecommunications network, a customer account identity is communicated to a platform used, for example, for cashless calling. A call is initiated via the platform. Network signalling is monitored, and if call setup is not successfully completed then the customer is automatically offered a message forwarding service. The call setup process may continue while the message forwarding service is offered to the customer, allowing the call to be completed directly if in the meantime the called party picks up the phone.

BACKGROUND TO THE INVENTION

The present invention relates to a telecommunications network, and inparticular, but not exclusively to a network that incorporates aplatform which supports cash-less calling.

Typically in a network which offers the possibility of cash-lesscalling, customers are issued with account numbers, together with atelephone number for accessing the service. When that number is dialled,the customer is connected via the network to a cashless servicesplatform which records the customer's account details, sets up the callto a destination specified by the customer, and ensures that the call isbilled appropriately to the customer's account, rather than to anaccount associated with the line from which the call is originated.

SUMMARY OF THE INVENTION

According to a first aspect of the present invention, there is provideda method of operating a telecommunications network comprising:

a) communicating a signal identifying an originating customer to aservice platform connected to the telecommunications network:

b) initiating via the service platform a call setup process for a callfrom the customer to called party;

c) monitoring at the service platform network signalling indicating thestatus of the call setup process;

d) when the network signalling indicates call setup has not successfullycompleted, automatically offering to the customer, via the serviceplatform, a message forwarding service.

The present invention enhances significantly the operation of services,such as a cashless calling service, provisioned for an originatingcustomer by offering to customers of that service a message-forwardingservice which can be used to complete the call when, for example, thecalled number is busy, or when there is no reply. Conventionally,message deposit services, such as BT's CallMinder™ have been associatedwith called party lines, and have relied upon knowledge of the linestatus which is readily available at the local exchange. The presentinvention, by contrast, uses monitoring of network signalling (such as aBUSY signal) to implement a message store-and-forward service via anetwork service platform, with the service provisioned for the callingparty rather than the called party.

When the service platform is a cashless calling platform, the signal instep (a) may be a customer account identity.

Preferably, the call setup process continues while the messageforwarding service is offered to the customer.

The inventors have found that the user interface for the service isenhanced significantly if the call setup process continues while theoffer of a call forwarding service is made. Then, for example, if thecalled party picks up the phone, the call can still be completeddirectly. This makes it possible to trigger the offer of the messageforwarding service on ring tone no reply (RTNR) after a relatively shorttime, which may be considerably shorter than the time-out for RTNR whichis normally included in the network.

Preferably the method includes offering the customer direct access tothe message forwarding service, and when direct access is selected bythe customer steps (b) to (d) are not carried out for that call. Thisfeature of the invention allows the customer to choose not to attempt tocall another party directly, but instead to leave a message with themessage forwarding service.

Preferably the service platform includes an intelligent platform whichstores customer account data, and a telecommunications switch which isconnected to a network signalling channel and which executes the callsetup process via the network signalling channel, and the step ofmonitoring network signalling is carried out by the telecommunictionsswitch.

Preferably, when the customer selects the message forwarding service,the service platform connects the customer to a messaging platformremote from the said service platform. In this case, preferably thecustomer account identity is transmitted to the messaging platform fromthe service platform in the dialled digit field of the networksignalling channel. Preferably the called party number of the previouslyattempted destination, if there is one, is transmitted to the messagingplatform as an in-band signal.

Preferably when a customer account identity is communicated to theservice platform the intelligent platform determines from the customeraccount data whether a message forwarding service is provisioned for thecustomer, and communicates to the telecommunications switch a signalindicating whether the said service is provisioned. Preferably the saidsignal is communicated in the calling party category field of asignalling protocol defined for the interface between the intelligentplatform and the telecommunications switch.

Calling Party Category (CPC) is a field which is included in manycommonly used telecommunications network signalling protocols includingANSI SS7 (signalling system no. 7) and BT NUP (National User Part).Conventionally it is used to indicate, for example, whether a calloriginates from a residential line, a payphone or a business line. Thispreferred feature of the present invention uses this field instead forcommunication between the intelligent platform and thetelecommunications switch to identify calls in which the messageforwarding service is in operation.

According to a second aspect of the present invention, there is provideda service platform for use in a method according to any one of thepreceding claims, comprising:

a) a signalling interface for receiving a signal identifying anoriginating customer

b) a data store programmed with customer data;

c) means for monitoring the progress of a call setup process for a callfrom the customer to a called party; and

d) message service control means responsive to the said means formonitoring, and arranged to offer the customer a message forwardingservice when call setup has not completed successfully.

DESCRIPTION OF DRAWINGS

Systems embodying the present invention will now be described in furtherdetail, by way of example only, with reference to the accompanyingdrawings in which:

FIG. 1 is a schematic showing a network embodying the invention;

FIG. 2 a-2 c show signal flows in the network of FIG. 1

FIG. 3 is a diagram showing the architecture of a speech applicationplatform;

FIG. 4 shows a message being stored; and

FIG. 5 shows a message being forwarded.

DESCRIPTION OF EXEMPLARY EMBODIMENTS

As shown in FIG. 1, a telecommunications network includes a number ofservice platforms 1 which implement a cashless calling service. Eachplatform 1 includes an intelligent services network (ISN). Theintelligent services network is a computing platform comprising a numberof networked processors which implements service logic for the cashlesscalling service. A bridge 12 bridges calls from the network to the ISN.The bridge 12 is connected to the network via a signalling converterunit (SCU) 13 which translates between the signalling protocols of thewider network, such as BT NUP, and the protocol ANSI ISUP (ISDN UserPart) used on the interface to the ISN. In the present example, thebridge is embodied by a DMS250 switch manufactured by Nortel, and thesignalling converter unit is an AXE10 switch manufactured by Ericsson.FIG. 4 shows a message being stored; and FIG. 5 shows a message beingforwarded.

The service platforms 1 are connected via trunk switches, also termedDigital Main Switching Units (DMSU's), and local exchanges (LE) tocustomer terminals 4 a, 4 b. Although for ease of illustration only twocustomer terminals and four local exchanges are shown in the Figure, itwill be understood that real networks will include many more terminalsand local exchanges. Interactive speech applications platforms (ISAPs) 5are connected to some of the trunk switches. The ISAP's 5 and serviceplatforms 1 are connected to a billing system 7.

FIG. 3 shows the architecture of an ISAP. The ISAP comprises speechprocessing units 100 which terminate telephony connections. The speechprocessing units 100 are connected via a local area network (LAN) to aC7 unit 101, a file server unit 102, a system back-up and datacollection module 103 and an element management unit 104. The speechprocessing units peform all the signal processing functions necessaryfor speech recognition and speech generation and runs the software whichcontrols the relevant application. The processors for the speechprocessing units may comprise, for example, Motorola DSP56001 digitalsignal processors. In one implementation, these processors are linked todigital line interface cards and to other components of the speechprocessing units via a VME bus.

The ISAP is described in further detail in the edition of the BTTechnology Journal Vol. 14, no. 2, April 1996. A conventionalIntelligent Services Network (ISN) which may be adapted to implement thepresent invention is described in the paper by Steve Ellett, “CashlessServices Network Operation Unit”, British TelecommunicationsEngineering, Vol 15, July 1996, pages 128-134.

In use when a customer wishes to use the cashless calling service, shedials the number for the service and is connected to one of the serviceplatforms. She dials her account number and the digits of the calledparty number. The bridge switch in the ISN then switches the callthrough to the relevant destination terminal. The ISN generatesappropriate billing data which is passed to the billing system, so thatthe call is charged to the customer's account and not the accountassociated with the line from which she is calling. In addition to thesesteps, which are conventional in cashless calling services, the ISNdetermines from a subscriber profile associated with the account numberwhether the customer has previously subscribed to a store & forwardmessaging (S&FM) service. If she has, then the user is offered a menuoption of leaving a message for the called number rather than attemptinga direct connection to the called number. If she does not select thisoption, then call setup goes ahead, but with detection points armed onthe SCU to notify the caller if the call is not successfully completed,for example if a BUSY signal is returned. A timer is also started whichtimes out if there is no reply e.g. after seven rings. If this timertimes out, or if the call is not completed for other reasons, then thethe caller is given the option to be connected to one of the ISAP's 5.Via the ISAP the user is given the option of completing the call bystoring a message to be forwarded later to the called party. If theoption to be connected to one of the ISAPs is not taken up, then theattempt to set up the call continues until it is terminated e.g. by thecalling party putting the telephone down, or by the network RTNR (ringtone no reply) timer expiring.

The service outlined above will now be described in further detail inthe context of an implementation by BT in the UK PSTN (public switchedtelephony network) in association with BT's ChargeCard cashless callingservice.

In this implementation, the store and forward messaging service isavailable as a ChargeCard menu option and gives a customer the option todeposit a message to one or more destination numbers. The network thenmakes several attempts to deliver the message to the recipient(s). Inaddition, if the customer has attempted to make a call but the call isunsuccessful, i.e. in ring tone no reply or engaged situations, thecaller is prompted to use the store and forward messaging service. TheChargeCard holder can use a Status Check facility to determine if amessage has been delivered.

The S&FM service uses voice recognition technology and can accept bothDTMF (Dual-Tone Multi-Frequency) or spoken responses. This allows thecaller to utilise the service with or without a DTMF phone. Access toS&FM Service

When the customer first accesses the ChargeCard service, the ISN promptsthe customer for the ChargeCard Account number and PIN. The ISN thenvalidates the account number/PIN against a card record for that account.A ‘Message Store & Forward’ flag in the card record indicates that theaccount holder has subscribed to the S&FM facility.

On experiencing busy or no reply, a script is played offering the callerthe option of leaving a message. This option is also offered directly,as an alternative to attempting a direct call. The caller takes up thisoption by entering *2 at the following ChargeCard main menu prompt:

“Please enter the phone number you require, including the full nationalor international code, now. {Optional part:] For message deliveryoption, enter *2. [Then, for all callers:] To speed dial . . . ”

For No Reply (RTNR), the message is played after 7 rings (i.e. 21seconds), inviting the customer to use the messaging service. For Busy,this message prompt is played immediately, and includes a single burstof engaged tone at the start. Once either message is finished, thecaller is returned to the appropriate signal, but may invoke themessaging service at any time. This service is offered only if thecaller has subscribed to S&FM, and if messaging is permitted to thenumber dialled. The caller is asked to re-originate the call by dialling## and then use the *2 option on the ChargeCard menu.

The ChargeCard service allows the user to select the language used forvoice interactions with the service. Any language selection made by thecaller for the ChargeCard service will also apply to the S&FM service.

The user may access the ChargeCard service via a human operator. Theoperator is able to select the S&FM service by entering *2 on thecaller's behalf. However, the operator does not then have the ability totransfer the Last Number Dialed (if one exists) across to the S&FMsystem.

When the S&FM service is selected, the following events occur:

(a) The caller is transferred to the appropriate ISAP;

(b) Call and Caller-related information is passed to the ISAP in theCalled Number and Calling number fields;

(c) Where available, the Last Number Dialed (LND) is passed acrossin-band using DTMF.

Routing from AXE10

In a first implementation, if a valid national destination number isentered, and S&FM is subscribed to, then the ISN adds a prefix of ‘340’to the Called Number field of the message. On receipt of the resultantmessage, the AXE10 will strip this ‘340’ prefix before routing the callto the appropriate DMSU.

The ‘340’ prefix cannot be added to International destinations as thereis a limit on the number of digits that can be passed in the CalledNumber field. In an alternative and preferred implementation thisproblem is avoided by using a CPC (calling party category) value toindicate that the caller has S&FM, rather than using a prefix on thecalled number.

The following table shows the conditions for which, in the firstimplementation ‘340’ is added to the Called Number field:

CONDITION: else: Valid call: UK to UK Y — — — Valid call: UK to — Y — —International Valid call: International to — — Y — UK Valid call:International to — — — Y International S&FM subscribed to Y Y Y YACTION: Include ‘340’ prefix Y N Y N NIn the alternative implementation, the CPC value is set to identify theS&FM feature for those conditions in which the ‘340’ prefix is includedin the first implementation, and additionally for valid internationalcalls.

On receipt of the message from the ISN, the AXE10 uses the ‘340’ prefixon the Called number field, or the equivalent CPC value, to identifythis as a S&FM ISAP call. The CPC vaule specifies the prompt language.If the ‘340’ prefix or the equivalent CPC value is detected, the AXE10will, on experiencing busy tone, or 21 seconds (i.e. 7 rings) of RTNR,check against its data tables whether messaging is permitted to thenumber called (e.g. messaging will probably not be permitted to 1xxnumbers, to premium numbers, or to certain mobile numbers), will switchthe caller to an announcement offering the caller the option ofre-originating and accessing the messaging service, and finally willreturn the caller to the busy/RTNR tone (unless the caller hasre-originated the call).

Ringing tone is always applied at the destination end, and as differentnetworks have different tones, it is difficult for a switch reliably todetect ring tone. Instead the AXE10 assumes a condition of RTNR wheneveran ACM (address complete message) has been received from the BT Network,and no answer has been received from the BT Network, and a time-out,started on ACM receipt, has expired.

If the call is answered while the announcement is being played, then thecaller is immediately switched back to through circuit.

Re-Origination

On re-origination, a different main menu announcement is played by theISN for all re-originated calls. This announcement is worded in a waythat doesn't emphasise the need to enter a destination, since the callermay have re-originated having been prompted by the AXE10 to enter ‘##’and wait for the next announcement about messaging. The re-originationmessage is as follows, with the *2 message prompt played only if thecaller has subscribed to S&FM:

“To make a call, please enter the phone number you require. [Optionalpart: ] For message delivery options, enter *2. [Then, for all callers:] To speed dial, . . . ”

Transfer of Information to ISAP

The necessary data is transferred from the ISN to the ISAP in thefollowing three ways:

-   1)“Called Number” Field

The following data is concatenated together and placed in the CalledNumber field of the signalling message, for connection to the ISAP:

-   Service Code (320)-   Customer Id (i.e. the 8 digit card number)-   Language digit-   Card Type/Allowed Term/LND Indicator

Placing this information in the Called Number field accomplishes bothrouting the call to the ISAP and passing the customer identification andtreatment information. The information is written to the Called Numberfield in the following format:320CCCCCCCCLIWhere:

-   320=The 3 digit Service Code for S&FM.-   CCCCCCCC=The Store and Forward Messaging Customer Id, which is also    the customer's 8 digit Card Number.-   L=The Language digit associated with the language in which the call    is being processed by the ChargeCard service. (10 languages max.)    Assignment of this valueis as follows:

English 1

Welsh 2

French 3

German 4

Spanish 5

Japanese 6

Italian 7

-   I The Card Type/Allowed Term/LND indicator. This indicator is a    combination of the Card Type setting and the International Direct    Dial flag setting taken from the Customer's Card Record. This    indicator will also tell the ISAP when to collect the previously    attempted called number, i.e. the Last Number Dialed (LND). The    following table defines the allowed values for this indicator:

Allowed Term Based on Int'l Flag in the LND Card Type/Allowed Card CardRecord Available Term/LND Indicator Normal National Only- No 1 CSRS-9Int'l flag set to N Normal National & Int'l- No 2 CSRS-9 Int'l flag setto Y Normal National Only- Yes 3 CSRS-9 Int'l flag set to N NormalNational & Yes 4 CSRS-9 Int'l flag set to Y

-   2) “Calling Number” field

The Calling Number field of the signalling message, used for connectionto the ISAP contains one of the folowing:

-   Calling Line Identity (CLI)-   Partial Calling Line Id (PCLI) indicator-   Pseudo Country Code for incoming International calls.-   3) Last Number Dialled (LND)

The LND, when available, is passed to the ISAP in-band using DTMF once aconnection has been established. The DTMF string sent to the ISAP is inthe following format:ZZXXXXXXXXXX#Where:

-   -   ZZ=National/International Number Prefix. ‘0’=National,        ‘00’=International    -   XXXXXXXXXX=The previously attempted called number (LND).    -   #=The terminating DTMF character.        Message Deposit

If the caller had attempted a Cashless call prior to entering *2 at themenu prompt, then as shown in FIG. 4, the called number is passed acrossto the S&FM system and can be used as the destination for any messagedeposited. The caller is prompted to record a message (of up to 5minutes duration), is offered the opportunity to re-record it up tothree times, and then is prompted again to ask if it is acceptable touse it. Message termination is recognised either by a period of silence,or by the entry of a numeric DTMF key. While any DTMF key may be used,the customer is advised to use a specific key, ‘1’, to indicate the endof the message. The caller is then prompted for a ‘first deliveryattempt’ time for delivery of the message to the previously callednumber (if one was passed). If entered, this time overrides a systemdefault time for delivery of the message. The time is entered in 24 hourclock format.

The caller is then prompted for any further destination numbers that themessage is to be delivered to, plus a ‘first delivery attempt’ time foreach (which again is optional—if not entered, the system will usedefault delivery time). Up to ten destinations may be entered, includingthe originally called number (if passed).

On completion of message deposit, a farewell message is played statingthat the caller should now press ‘##’ to return to their ChargeCardmenu.

Message Barring

There will be certain numbers for which ChargeCard calls are permitted,but messaging is not. Examples include Premium numbers (0891), andCellnet and Vodafone numbers. Messaging will also be barred for allnumbers for which ChargeCard calls are barred. Barring is also possibleon a line-by-line basis.

The last number dialed, if available, is validated against the MessageBarring tables to ensure that messaging is permitted to that number.

For each destination (including the LND, if transferred from the ISN),the ISAP will perform a check against its own Number Barring tables. Ifthe number entered is barred, due to the number itself being barred, ora national ChargeCard attempting to forward to an international number,or an international source/destination pair on the barred inter-countrylist, then the caller will be played an apology stating that messagescannot be sent to that number. No delivery attempt will be made. Thecaller will them be asked if they would like to specify another number.

If the caller enters a destination starting with ‘0044’, ISAP will stripoff the ‘0044’, and replace with ‘0’.

As each additional destination number is entered, it is validatedagainst the Message Barring table. If the number entered is barred, dueto a number itself being barred, or due to a national ChargeCardattempting to forward to an international number, or because aninternational source/destination pair is on a barred inter-country list,then the caller is played an apology stating that messages cannot besent to that number. No delivery attempt will be made. The caller isthenasked if they would like to forward to another number. This barringtable is configurable, and managed by the network operator, i.e. in thisexample by BT. For each message deposited, the ISAP will generate abilling record at the point where the caller confirm the message is tobe sent, and a message and destination number have been successfullytaken. If the caller does not confirm the message, then no message willbe forwarded, and no billing record is created.

Message Status Check

ChargeCard holders using the S&FM service are be offered an option tocheck the delivery status of a message. The user may select a messagedelivery status retrieval dialogue. Through this dialogue the status ofeach message can be obtained, within 48 hours of its successful deliveryor last delivery attempt. On accessing the message status dialogue, ifthere is more than one message on the system, the caller is told howmany messages have been delivered (but not yet deleted), not yetdelivered, or still being delivered.

The caller is then invited to hear the messages, and the status of each.Any messages not deleted will be played (newest first), and their statusgiven (delivered, not delivered, or still being delivered). The callermay skip over the message replay at any point by pressing DTMF key ‘1’.This will take them to the status for that message. If there are nomessages available, the caller will be informed. Once all messages andtheir corresponding status has been heard, the caller will be asked ifthey would like to leave a further message for forwarding. If the callerdecides not to leave a message, a farewell message will be playedstating that the caller should now press ‘##’ to return to theirChargeCard menu. A billing record will be raised at the point a callerenters the message status dialogue

Message Delivery

Message delivery is handled automatically by the ISAP platform making acall out to the destination number. As shown in FIG. 5, if the call isanswered (identified by a C7 Answer message being returned) the ISAPplays an introductory script providing an identification of the servicefollowed by the message recorded by the sender. This message is playedtwice. Playing the message twice enables the message to be recordedsuccessfully by an answer phone at the called party. If an Answermessage is received the message is assumed to be successfully delivered.A billing record is generated and passed to the billing system.

The called party is then given the opportunity to have the messagerepeated again. Both speech recognition and DTMF override (1-yes, 2-no)are active. The prompt played to the user will only ask for ‘1’ to bekeyed in order for the user to hear the message again. Silence is takenas no. The user may have the message repeated twice.

A farewell message is played. The farewell message includes reference tothe ChargeCard Store and Forward messaging, and provides a telephonenumber where more information about the service can be obtained.

The salutations and prompts given during message delivery are in thesame language as that used when the message was deposited.

On failure to deliver a message, if the defined maximum number ofdelivery attempts has not been reached, the message is scheduled foranother delivery attempt, after a defined inter-delivery gap. If thedefined maximum number of delivery attempts has been reached, themessage is marked as not delivered, and no further delivery attempts aremade.

Messages are deleted 48 hours after successful delivery or the finaldelivery attempt.

For message delivery attempts that experience Call Waiting, the messagewill not be played until the termination has answered. The Call Waitingannouncement will not have any impact. For call divert, message deliverywill be diverted to the new destination and in all cases of diversionthe message platform will only start to play the message once thediverted-to destination has answered

FIGS. 2 a-2 c shows signal flows in the network implementing the aboveservice. In these Figures, the thin arrowed lines show signals on acommon channel signalling network which links the AXE10 (that is theservice platform signalling converter unit) the DMSU, the ISAP, and themessage recipient. The broad lines (such as “DTMF dialogue” and “S&FMdialogue” show in-band signals carried on voice circuits between thedifferent components. FIG. 2 a shows the IFAM (Initial and Final AddressMessage) and ACI(OLI) (Additional Call Information) signals associatedwith an incoming call. A DTMF dialogue is used to convey the lastdialled line identity (LDLI) (if any) from the service platform to theISAP. The S&FM in-band dialogue implements the voice interaction betweenthe user and the dialogue to accept or reject options for message storeand forward, as described previously.

1. A method of providing a message forwarding service provisioned for acalling party via a network service platform in a telecommunicationsnetwork, the calling party calling the message forwarding service bydialling a number associated with the message forwarding service, themethod comprising: a) communicating a signal identifying the callingparty, which calls the message forwarding service, to said networkservice platform connected to the telecommunications network, thenetwork service platform being arranged to associate a subscriberprofile with the calling party, the calling party subsequently diallinga called destination; b) initiating, in dependence on the subscriberprofile associated with the calling party and said called destinationnumber via the service platform, a call setup process for a call fromthe calling party to said called destination number; c) monitoring, atthe service platform, network signalling indicating the status of thecall setup process to the called destination number; and d) when thenetwork signalling indicates call setup has not successfully completed,automatically offering to the calling party, via the network serviceplatform and in dependence on the subscriber profile associated with thecalling party, said message forwarding service provided for the callingparty, the message forwarding service being arranged to enable thecalling party to create a message to be forwarded to said calleddestination number prior to attempting to directly connect the callingparty to the called destination number so that the calling partycontrols whether to create and forward a message to the calleddestination number.
 2. A method according to claim 1, in which the saidsignal in step (a) is an account identity for the calling party.
 3. Amethod according to claim 1, in which the call setup process to thecalled destination number continues while the message forwarding serviceis offered to the calling party.
 4. A method according to claim 1,including offering the calling party direct access to the messageforwarding service, and, for a call when direct access is selected bythe calling party, not carrying out steps (b) to (d).
 5. A methodaccording to claim 1, in which the service platform includes anintelligent platform that stores the subscriber profile associated withthe calling party, the subscriber profile having customer account data,and a telecommunications switch which is connected to a networksignalling channel and which executes the call setup process via thenetwork signalling channel, and the step of monitoring networksignalling is carried out by the telecommunications switch.
 6. A methodaccording to claim 1, in which when the calling party selects themessage forwarding service, the service platform connects the callingparty to a messaging platform remote from the said service platform. 7.A method according to claim 6, in which the calling party accountidentity is transmitted to the messaging platform from the serviceplatform in the dialled digit field of the network signalling channel.8. A method according to claim 6, in which the called destination numberis transmitted to the messaging platform as an in-band signal.
 9. Amethod according to claim 1 in which when a calling party accountidentity is communicated to the service platform, the platformdetermines from calling party account data of the subscriber profilewhether a message forwarding service is provisioned for the callingparty, and communicates to a telecommunications switch a signalindicating whether the said service is provisioned.
 10. A methodaccording to claim 9, in which the said signal is communicated in thecalling party category field of a signalling protocol defined for theinterface between the platform and the telecommunications switch.
 11. Amethod according to claim 1, wherein the method of providing a messageforwarding service is implemented in a cashless calling service.
 12. Amethod according to claim 1, wherein the calling party controls whetherto create and forward a message to the called destination numberirrespective of whether the called destination number is available forconnection or not.
 13. A service platform providing a message forwardingservice provisioned for a calling party comprising: a) a signallinginterface for receiving a signal identifying a calling party, thecalling party calling the service platform by dialling a numberassociated with the service platform; b) a data store programmed withcustomer data including a subscriber profile of the calling party; c)means for monitoring the progress of a call setup process for a callfrom the calling party to a called destination number, the calling partycalling the called destination number by dialling the called destinationnumber subsequent to calling the service platform; and d) messageservice control means responsive to said means for monitoring andcustomer data of the subscriber profile associated with the callingparty, and arranged to offer the calling party a message forwardingservice provided for the calling party when call setup has not completedsuccessfully, the message forwarding service being arranged to enablethe calling party to create a message to be forwarded to said calleddestination number prior to attempting to directly connect the callingparty to the called destination number so that the calling partycontrols whether to create and forward a message to the calleddestination number.
 14. A service platform according to claim 13, inwhich the data store is programmed with customer account data.
 15. Aservice platform according to claim 13, wherein the service platform isa cashless calling platform.
 16. A service platform according to claim13, wherein the calling party controls whether to create and forward amessage to the called destination number irrespective of whether thecalled destination number is available for connection or not.